IT Service Desk Intern

Kalmbach Feeds•Upper Sandusky, OH

41d•Onsite

About The Position

The Service Desk Intern position will focus on hardware, but will work toward handling incidents, requests, and alert management. The Service Desk Intern will be tasked with working across a broad range of technologies and applications while supporting our team members. This will include support for hardware and software on-site at our corporate office, off-site plant locations or remotely using remote tools. This position is responsible for delivering excellent customer service to everyone we serve. The SDI will assist in keeping IT systems and the business running by enabling quick responses to any incident or request whether in person, via Teams or on the phone. This position must also exhibit exceptional work habits, teamwork, values, and qualities that embody the Kalmbach core values in full.

Requirements

Experience with Microsoft Windows 10/11, iOS, Active Directory, Azure, TeamViewer, Remote Desktop Protocol, VMware, Verizon Mobile Device Manager, Microsoft 365, and Microsoft Deployment Toolkit.
Experience with hardware imaging and deployment such as laptops, and desktops.
Experience with hardware repair of laptops and desktop computers.
Excellent written, oral, and interpersonal communication skills.
Able to prioritize and execute tasks in a high-pressure environment with a level of self-initiative without much supervision or management support.
Strong customer service orientation via the phone, in-person, in writing, or at any off-site locations.
Ability to work in a team-oriented, collaborative environment with focus on serving the team member.
Excellent organizational skills.
Bachelor's degree or currently working towards a degree in an IT related discipline.

Nice To Haves

Experience with Microsoft Intune or comparable Mobile Device Management (MDM) solutions preferred.

Responsibilities

Collaborate with the Service Desk team to ensure we are providing excellent team member support with metrics to back that up.
Work hours are 8am to 5pm, with overtime as needed to support our team members with excellent support and customer service.
Execute lifecycle replacement of laptops, thin clients, and desktops.
Execute new Service Desk projects.
Execute security and vulnerability patching for desktops and laptops.
Execute in the configuration/deployment of hardware and phones.
Execute in the research and investigation of reducing repetitive incidents and problems.
Provide feedback for knowledge base articles for the Service Desk and team members as needed.
Apply analytical skills to resolve complex incidents and problems.
Provide feedback to improve training program for Service Desk team.
Provide feedback regarding the build out and/or definition of meaningful metrics and leverage them for continuous improvement at the Service Desk.
Performs other duties as assigned by manager.